用户服务体验运营-抖音电商
Core
Build a multi-source Voice of Customer (VoC) system and optimize the end-to-end user journey (registration to repurchase) on the Douyin Mall App to reduce complaints and improve satisfaction/NPS.
Role type
User Experience Operations Specialist
Builds
User experience metrics tracking systems, service SOPs, and targeted user care strategies
Domain
E-commerce / Consumer Technology
Deliverable
product features
Required skills
User empathy, Data analysis, Process mapping, Cross-functional collaboration, Report writing, User segmentation
Preferred skills
Experience in user service operations, Qualitative research
Responsibilities
Collect user feedback across the full lifecycle, Diagnose experience issues using data and research, Optimize service touchpoints and scripts, Design differentiated user engagement strategies
Seniority
Mid-level, hands-on IC
